EX Engage Connector Configuration Sync Service (EXCS)

Configuration Object Mapping Table

Resource Synchronization chapter of the Genesys Cloud EX Integration Guide provides a list of the configuration objects, which should be created in the EX Org to enable event and recording injection. Those configuration objects are listed in the column 'EX Org Object' in the table below. Column 'Engage Object' contains a configuration object of the Engage Contact Center, which is used to create a corresponding object in the EX Org.

Refer to the Resource Synchronization chapter of the Genesys Cloud EX Integration Guide for a list of the configuration objects, which should be created in the EX Org to enable event injection. Those configuration objects are listed in the EX Org Object column and the Engage Object column contains a configuration object of the Engage Contact Center, which is used to create a corresponding object in the EX Org.  

EX Org Object	Engage Object
User	Persons
Skill	Skill
Language	Engage Contact Center doesn't have Language as a configuration object. Languages are assigned to Persons as Skills.
Queue	ACD Queue Routing Queue Virtual Queue Routing Point
Wrap-up Code	Business Attribute
Source	EXEC creates a new Source object in the EX Org. This data is not mapped.
Division	All EX Org Users mapped from Engage are assigned to Home Division
Secondary presence status definition	Not Supported

The Configuration Object Synchronization follows these rules:

• If a new object is created in Engage, corresponding object is created in the EX Org.
• If a mapped object is deleted in Engage, then EXCS behavior depends on the object type:
  • ACD queues and Queue members: the corresponding EX Org object are deleted in near-real-time.
  • All other objects: EXCS doesn't delete the corresponding objects in Genesys Cloud. The Genesys Cloud Administrator is expected to do it.
• If a mapped object is deleted in EX Org, then this object is re-created in the EX Org.
• If a mapped object is modified in Engage, then the changes are applied to the corresponding EX Org object.
• If the mapped parameters of a mapped object (e.g., a new skill is added to an agent) are modified in the EX Org, then they are updated in the EX Org to match the Engage configuration.
• If a new parameter not controlled by Engage is added to the EX Org object, then it is not changed by the EXCS.

Deletion of the ACD queues and queue members in the EX Org

If an Engage DN mapped to an ACD queue in the EX Org is deleted from the Engage configuration, then EXCS deletes it from the EX Org as well.

If an Engage Person mapped to the EX Org as a member of one or multiple ACD queues is deleted from the Engage configuration, then EXCS deletes the corresponding queue member from all EX ACD queues. EXCS doesn't delete a corresponding User from the EX Org.

Case-Sensitivity of Object Names

In Engage, the names of Persons, DNs, Skills, and Business Attributes (BA) are case-sensitive. For example, it is possible for two distinct queues with the names queue1 and Queue1 to exist. In GC, the names of the Users, Queues, Skills, and Wrap-up Codes (which are derived from the corresponding Engage objects) are not case-sensitive. If a queue with the name queue1 exists, then the attempt to create a new queue with the name Queue1 would fail.

Customers must resolve these naming problems, if they exist, before running EXCS for the first time. This can be done by deleting the conflicting object and re-creating it with a non-conflicting name.

If these naming conflicts are not resolved prior to starting EXCS, or if they are introduced at a later point in time, the result will be that more than one Engage object will be mapped to a single GC object.

Selecting Engage Objects for Mapping to EX Org using Folder Filtering

Engage configuration folders are used to identify the configurations objects, which should be mapped to the EX Org. Folder filtering is applicable to all mapped configuration objects except for the Business Attributes. Folder filtering allows Engage customers to enable only part of their contact center to use Genesys Cloud services. For example, customers can pilot Genesys Cloud (GC) services for one of their lines of business (LOB) and add more LOBs later.

To execute this approach two EXCS environment variables should be configured:

• SYNC_CUSTOMER_OBJECTS_ONLY = true
• SYNC_CUSTOMER_FOLDER_NAME = <FOLDER_NAME> (e.g. 'EX_EVOLUTION')

A new root-level folder with the selected name EX_EVOLUTION should be created under the configuration unit of each mapped configuration object. For example, to select queues, EX_EVOLUTION folder should be created under the DNs folder:

• Switches/ <SWITCH_NAME> / DNs / EX_EVOLUTION

Subfolders can be created under the EX_EVOLUTION folder. All queue DNs to be mapped tot he EX Org should be now moved to the EX_EVOLUTION folder or to its subfolders. It is advised to use a maintenance window to move the Engage configuration object as it can create a substantial load on the Configuration Server (CS) and CS Proxies.

Synchronization of Wrap-up Codes

GC Wrap-up Codes are derived from the Engage Business Attributes (BA). EXCS selects the BAs to be mapped based on the following requirements:

• Type = Interaction Operational Attributes, and
• Either of:
  • Name = DispositionCode, or
  • Annex has the following set (case-sensitive): Annex / htcc / contains=dispositions

All values inside all BAs satisfying the above requirements are synchronized to GC. If multiple BAs have Values with the same name, only one Wrap-Up Code will be created for the name. For example, if both BAs, Tech Support Disposition Codes and Billing Disputes Disposition Codes have a value named 'Resolved', only one Wrap-Up Code called 'Resolved' is created on GC. All mapped Wrap-up codes are assigned to all ACD queues in the EX Org.

Folder Filtering cannot be used for BAs.

Synchronization of Skills

GC Skills are derived from the Engage Skills, which are selected for mapping based on the Folder Filtering rules.

Synchronization of Queues

GC ACD queues are derived from the Engage DNs, which are selected for mapping based on the Folder Filtering rules. The following types of Engage DNs are mapped to the GC queues:

• ACD Queue
• Routing Queue
• Virtual Queue
• Routing Point

GC ACD queues are configured with members. Calls arriving to an ACD queue can be distributed to one of its members. In Engage an association between users and queues can also be configured but most often it is identified at run time. Additional configuration should be applied on the Engage side to explicitly link agents to queues. EXCS uses this configuration to create members of the GC ACD queues.

Customer should identify Engage Virtual Queues and ACD Queues important for the GC WFM scheduling and forecasting. For each selected Engage VQ or ACD Queue DN, customer must identify and existing or create a new Agent Group (AG) or Virtual Agent Group (VAG) that will be used for Queue-User mapping. The following configuration should be applied to the Annex of these AG/VAG objects to link them to their corresponding queues:

• Annex / hybrid / WFM_queue_number = <QUEUE_DN_NAME>

All other routing object types (RP and RQ) are also mapped to the GC as ACD queues but do not have any members associated with them.

Changes made to the Engage AG/VAG membership are synchronized to membership of the corresponding GC ACD queues.

Mapping Queue Parameters

EXCS uses the rules below to populate parameters of the ACD queues created in the EX Org.

• Name: <ENGAGE_QUEUE_DN_NAME>-Engage-external
  • Example: if Engage VQ DN called VQ_Sales_Leads is mapped to the EX Org, then the name of the corresponding ACD queue is set to VQ_Sales_Leads-Engage-external.
• Description: Engage Reference: <TENANT_NAME-SWITCH_NAME-DN>; Last modified: <hh:mm:ss MM/DD/YYYY>;
  • Example: The following Description line is compiled for the DN VQ_Sales_Leads configured under the switch SIP_Switch in tenant tenant001:
    • Engage Reference: tenant001-SIPSwitch-VQ_Sales_Leads; Last modified: 13:05:25 04/19/2023;

Important

• Because there is no TimeZone info available for the object last modification time in the Engage Config DB, the Last modified date/time in GC Queue Description field is represented in UTC format.
• If the corresponding Engage DN object was not yet modified (there are no related records in the Engage Config DB history table), then the Last modified info is not displayed in GC Queue Description field.

• Peer Id: <DN_DBID>

This field contains a DBID of a DN in the Engage Config DB